RETURNS & REFUNDS
WHAT IS YOUR RETURNS POLICY?
We hope that you will love everything you buy from us, however if this is not the case, we promise to refund any item you are unhappy with if you notify us that you wish to return the goods within 14 calendar days of the date you received the product (or from the date you received the last item if you ordered more than one product.)
For hygiene reasons the following are non refundable:
- Massage oils
- Cosmetic products
- Underwear/lingerie, control wear, hosiery
- Hats and hair accessories unless tags are still in place and packaging remains unopened and undamaged unless faulty.
- Swimwear (please do not remove the seal)
(No exchange or refund unless the hygiene strips and tags are still in place and packaging remains unopened and undamaged and are fully resell-able unless products are faulty.)
When returning items to us, please place your returned goods in their original packaging and do not remove any labels or tags, please do not remove seals. If this is the case then we can reasonably decline your refund,
Please note that we can deduct from your refund for damage or wear and tear where you have used (or excessively handled) the item and this results in the value of the goods being diminished.
We are sorry if your product has proved faulty and would like to resolve the problem quickly as quickly as possible, you may return them and receive a refund, provided you do so within a reasonable time of discovering the fault.
Please note that we may not be required to provide a refund if you continue to use the goods after discovering the fault, If an item has failed prematurely during use please contact us directly. Certain products need to be returned to our suppliers, for inspection before a credit can be issued.
DO I NEED TO NOTIFY YOU IF I WANT TO RETURN AN ITEM?
If you want to return your goods in accordance with our Returns Policy for unwanted or faulty goods, you can simply return your items in accordance with section 4 below. No need to notify us in advance
HOW DO I RETURN AN ITEM?
Please follow the below process for returning your parcel to us:
- Re-pack the item in its original packaging with labels and tags still attached.
- Fill in the customer return note
- Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
- Keep your certificate of postage safe as you will need this as your proof of return.
(PLEASE NOTE WE WILL BE UNABLE TO PROCESS YOUR REFUND IF THE CUSTOMER RETURN NOTE IS NOT COMPLETED AND INCLUDED WITH YOUR RETURN)
HOW MUCH DOES IT COST TO RETURN AN ITEM?
Please note returns are at the customers expense a returns label is included with your parcel.
International customers simply return your items to the following address within 30 days of the date on your dispatch note.
(Remember to add your order number if you download a new returns label – this can be found in Order History of your Ella Louella account.)
HOW LONG WILL MY REFUND TAKE TO BE PROCESSED?
If you return an item, we will refund you within 14 days of the day that we receive your returned goods, or (if earlier) the day that you provide us with proof that you have returned the goods. Please note that this is provided you have contacted us within 14 calendar days of receiving the goods to tell us that you want to return them or the goods are faulty.
In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from the Post Office as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting.
We will refund any money received from you using the same method originally used by you to pay for your purchase.
CAN I EXCHANGE AN ITEM?
Unfortunately, we are not able to process exchanges at this moment in time. If you would like to return an item, please return your item as outlined in the above sections and we will happily process a refund for you.